Table of Contents
- Connecting 360dialog WhatsApp API
- Channel Configuration
- Metadata Received by Channel
- Managing WhatsApp Business API Profile
- Managing WhatsApp Message Templates
- FAQ and Troubleshooting
- Why do I get the "Template [name] does not exist..." error message even though the template has already been submitted and approved?
- Why is my template still shown as "rejected" in respond.io when it has been approved by Meta?
- Where can I view my API keys?
- Can I generate a new API key on 360dialog Hub if I signed up for WhatsApp API via Integrated Onboarding?
- Why do I see duplicate Contacts from the same WhatsApp channel?
360dialog WhatsApp
- Connecting 360dialog WhatsApp API
- Channel Configuration
- Metadata Received by Channel
- Managing WhatsApp Business API Profile
- Managing WhatsApp Message Templates
- FAQ and Troubleshooting
- Why do I get the "Template [name] does not exist..." error message even though the template has already been submitted and approved?
- Why is my template still shown as "rejected" in respond.io when it has been approved by Meta?
- Where can I view my API keys?
- Can I generate a new API key on 360dialog Hub if I signed up for WhatsApp API via Integrated Onboarding?
- Why do I see duplicate Contacts from the same WhatsApp channel?
360dialog is an API provider that works directly with WhatsApp. This integration lets you respond to WhatsApp messages directly from respond.io platform.
Connecting 360dialog WhatsApp API
Step 1: Navigate to Channel Settings
From Settings module, navigate to the menu item, Channels.
Step 2: Add Channel
Click Add Channel and choose 360dialog WhatsApp. Click Next and the Connecting 360dialog Whatsapp dialog should open up.
Step 3: Sign in to 360dialog Hub
There are two ways you can connect to 360dialog:
- Sign in with your user credentials by clicking on the Connect With 360dialog button and select your WhatsApp Enabled Number upon success login.
- Get your API key in 360dialog Client Hub. You may refer to this guide on how to do so and fill in all the required fields.
Step 4: Select the WhatsApp Enabled Number
You will be provided options on which WhatsApp Enabled Number you would like to connect. Select the number.
Step 5: Complete the setup at respond.io
Click Done to complete the setup.
Channel Configuration
Step 1: Navigate to Channel Settings
From Settings module, navigate to the menu item, Channels.
Step 2: Locate the 360dialog WhatsApp channel
Once you've located the 360dialog WhatsApp channel, click Configure.
Step 3: Make the necessary configuration
You can configure the following:
- Channel Name - Name used internally to identify the account.
Step 4: Update the configuration
Click Done to update the channel configuration.
Metadata Received by Channel
Different channels provide different set of Contact’s metadata to respond.io platform. Here’s the list of Contact’s data you’ll be able to obtain from this channel:
- Phone number
- Profile name
- Whatsapp ID
Managing WhatsApp Business API Profile
Step 1: Navigate to Channel Settings
From Settings module, navigate to the menu item, Channels.
Step 2: Locate the 360dialog WhatsApp channel
Once you've located the 360dialog WhatsApp channel, click Profile.
Step 3: Sync Profile
If the profile hasn't been synced, click Sync Profile to obtain the latest WhatsApp Business Profile information from WhatsApp.
Step 4: Make necessary changes
You may edit the information as needed.
Fields | Description |
Profile Photo | Image shown as the profile picture of the WhatsApp Business Account. An image size of 640x640 is recommended. |
About | Text to display in your profile's About section. The max length for the string is 139 characters. |
Address | Address of the business. Maximum of 256 characters. |
Description | Description of the business. Maximum of 256 characters. |
Email address (in valid email format) to contact the business. Maximum of 128 characters. | |
Vertical | Industry of the business. Must be one of these accepted values:
The business vertical cannot be set back to an empty value after it is created. |
Website | URLs (including |
Step 5: Save changes
Review the information and click Save Profile when it's ready.
Managing WhatsApp Message Templates
- Have an approved message template in 360dialog
- Added the approved message template to the Space by syncing the message template
Submitting Message Templates
Step 1: Navigate to Channel Settings
From Settings module, navigate to the menu item, Channels.
Step 2: Locate the 360dialog WhatsApp channel
Once you've located the 360dialog WhatsApp channel, click Templates.
Step 3: Submit Template
Click Submit Template to submit a Message Template for approval.
Step 4: Fill in the required information
Fill in the information needed to create a template.
Field | Description |
Name | Name can only contain lowercase alphanumeric characters and underscores ( _ ) |
Category | The category of which the message template belongs to. |
Language | The language that the template is written in. |
Step 5: Start building the message
Build the message by filling in the necessary components and check out the message on the preview section. You may include parameters {{1}}, {{2}}, etc. as placeholders to be filled in with personalized content.
Building Block | Description |
Header | The Header is optional and serves as the title or header of your template. It supports the following:
*Respond.io platform accepts uploads up to 20MB in size. |
Body | The Body should contain the most important text of your template. Only text is supported. You may use markdown to format the content of this block. |
Footer | The Footer only supports text and can be used to provide less relevant information in your template message. |
Button | The button adds interactivity to your templates. There are two main types.
|
Step 6: Provide sample value
This is only applicable if you have included any parameters in your message template content.
Important Links
Syncing Message Templates
Step 1: Navigate to Channel Settings
From Settings module, navigate to the menu item, Channels.
Step 2: Locate the 360dialog WhatsApp channel
Once you've located the 360dialog WhatsApp channel, click Templates.
Step 3: Sync Templates
Click Sync Templates to begin the syncing process.
Step 4: Syncing Completed
When the synchronization has been completed, the message templates will be listed with their corresponding status and the last synced date time will be updated. Rejection reason will be displayed underneath the rejected message template.
Status | Description |
Submitted | The message template is submitted and pending for approval. |
Approved | The message template is approved and can be sent to contacts. |
Rejected | The message template is rejected and cannot be used. |
FAQ and Troubleshooting
Why do I get the "Template [name] does not exist..." error message even though the template has already been submitted and approved?
This error often occurs if your templates are not properly synced. First, clear your cache, then follow the steps to sync templates. This should solve the issue.
Why is my template still shown as "rejected" in respond.io when it has been approved by Meta?
If you've resubmitted a rejected template and it has been approved by Meta, you'll need to sync your message templates on respond.io. Then the latest template status will be shown.
Where can I view my API keys?
To view your API keys on respond.io, in your Workspace, click Settings > Channels > locate your 360dialog channel > Configure > API key.
Can I generate a new API key on 360dialog Hub if I signed up for WhatsApp API via Integrated Onboarding?
No, you're not able to generate a new API key or view the API key from 360dialog Hub. However, you can generate a new API key from the respond.io platform. In your workspace, go to Settings > Channels > locate your 360dialog channel > Troubleshoot > Refresh Permission.
The API key will be automatically regenerated and synced from 360dialog. Please note that you will not be able to see any changes made during this process, but once the action is complete, the WhatsApp channel should be working normally with the new API key.
Why do I see duplicate Contacts from the same WhatsApp channel?
WhatsApp passes the Contact’s phone number in a format that is different from the E.164 format that respond.io uses. This difference causes Contacts from certain countries to be duplicated. Should this occur, do reach out to us here.
